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PVCP Operations Manager

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360 Resourcing Solutions

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

35000.00 GBP / Year
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Job Description:

Konecta UK is looking for an experienced Operations Manager to join our multi‑channel customer service and sales team supporting PVCP, one of Europe’s most recognisable holiday providers. The team consists of up to 50 FTE working across four different activities, and we are looking for someone whose passion for delivering exceptional customer service and sales performance inspires colleagues and is evident in their work. In this role you will be responsible for the overall management of the campaign in conjunction with the Client Service Delivery Director (CSDD). You will coach and motivate a high‑performing team, ensuring productivity, quality and compliance standards are met while developing high‑level relationships with the client. You will be accountable for campaign performance, take ownership of training for new recruits and existing agents, and contribute ideas and creativity to the ongoing development of the programme.

Job Responsibility:

  • Manage the day‑to‑day operations of the PVCP campaign and be accountable for performance, productivity, sales results and quality
  • Conduct training for new recruits and provide ongoing coaching and upskilling for existing agents
  • Motivate and drive the team to maximise efficiency and bring out the best in each individual
  • Ensure team members are fully compliant with regulations and internal procedures when carrying out their duties
  • Provide daily support for team members and act as the first point of contact for escalation or guidance
  • Lead by example by maintaining high standards of performance, attendance and conduct
  • Develop strong relationships with PVCP to serve as a trusted partner and liaise directly with the client on campaign performance and requirements
  • Organise the necessary resources to meet client needs and adapt quickly to changes in demand or process
  • Contribute proactively to the growth of the campaign through ideas, creativity and best‑practice sharing
  • Participate in client events and meetings as requested

Requirements:

  • University degree preferred
  • Experience in the travel or leisure industry is an advantage
  • At least five years of proven experience managing multi-channel customer service or sales teams, with a strong track record of achieving performance targets and increasing team sales within a call centre environment
  • Demonstrated success in sales and the ability to drive revenue growth through coaching, motivation and strategic initiatives
  • Excellent communication and motivational skills
  • ability to inspire a team, multitask and work independently
  • Good knowledge of call centre practices, KPIs and quality standards
  • experience with live chat, email communication, inbound customer service and outbound sales
  • Proficiency with MS Office applications (Word, PowerPoint, Excel) and call centre software
  • comfortable analysing performance reports and using data to drive improvement
What we offer:
  • Pension Scheme
  • Eye test vouchers and discounts
  • Discounted corporate gym membership with Nuffield
  • Involvement with local charities and fundraising days
  • Campaign specific benefits including discounts, incentives and prizes
  • Recommend a friend scheme paid reward of £500
  • Apprenticeships qualifications and career flight path schemes
  • Recognition and reward schemes with Perk Box Points
  • Cycle to work scheme

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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